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Customer Relationship Executive

Closing: Jun 20, 2024

3 days remaining

Published: Jun 6, 2024 (12 days ago)

Job Requirements

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Work experience:

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Job Summary

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Qualification (Minimum)  

  • University Degree or equivalent
  • Minimum of 5 years’ experience within a Commercial/Operations environment Customer Relations Industry knowledge (will be an added advantage)
  • Diploma in IATA/UFTA is desirable.
  • Work experience in a customer facing environment
  • Working with Billing systems and understanding (end user experience)
  • Foreign language
  • World Tracer & Amadeus Knowledge


Responsibilities

Qualification (Minimum)  

  • University Degree or equivalent
  • Minimum of 5 years’ experience within a Commercial/Operations environment Customer Relations Industry knowledge (will be an added advantage)
  • Diploma in IATA/UFTA is desirable.
  • Work experience in a customer facing environment
  • Working with Billing systems and understanding (end user experience)
  • Foreign language
  • World Tracer & Amadeus Knowledge


    Timely resolution of customer complaints, while making follow-ups on compliments or suggestions to ensure business retention.

  • Analysis of consumer trends and preparation and distribution of high-level customer service reports for the Business Leadership Teams for strategy formulation and implementation
  • Identification of areas experiencing recurrent service-related challenges within the business and provision of guidance and support to ensure seamlessness in service delivery.
  • Management of the Feedback and Service Recovery system within the entire business network.
  • Facilitation of data collection from the market through customer forums and meetings with customers
  • Participation In Business projects to offer customer centric guidance during strategy formulation and implementation.
  • Organizing customer forums and meetings across the business network and enhancing loyalty
  • Oversee immediate Service recovery in our international stations.
  • Improving customer service quality results by studying, evaluating and making recommendations for re-designing processes; establishing and communicating service metrics, monitoring and analyzing results in change implementation
  • Management of the service recovery processes through constant evaluation of the existing compensation policies to ensure adherence to Group Policies and International standards and regulations by developing and implementing the Customer Service Charter and Compensation Policy.
  • Analysis of Customer Needs and effective communication of the same to the Business Strategy and Leadership Teams for strategy formulation and implementation.
  • Customer Database Management through collation of customer information, customer profiling, segmentation and participation in the development of tailor-made services and products
  • Preparation and control of service recovery budgets to ensure satisfactory compensation of aggrieved customers, while monitoring expenditures to ensure resource and Cost Management


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